IT Service Management Lead – 24/7 Retail & Logistics

Redwolf + Rosch; Melbourne; On-site; AUD 150,000 - 190,000; Full time

Job summary

Redwolf + Rosch is seeking an experienced Manager – Service Management to lead ITSM and Service Delivery across a multi-site retail, distribution, and corporate environment in Melbourne. You will own end-to-end service performance, governance, vendor management, and continuous improvement, reporting to the Head of IT Operations.

The role demands 10+ years in ITSM, strong leadership, incident management, and commercial acumen, with ITIL or ServiceNow familiarity.

Qualifications

• 10+ years in IT Service Management or Service Delivery within complex, multi-site environments.
• Proven leadership of service management teams and matrixed field resources.
• Strong incident management experience and on-call escalation structures.
• Experience with vendor contracts, SLAs and budgets.
• ITSM frameworks (ITIL) knowledge or ServiceNow exposure.

Responsibilities

• Lead and scale ITSM and Service Delivery across retail, logistics, and corporate environments.
• Own major incident governance, incident resolution, and 24x7 resilience.
• Drive vendor performance, SLAs, cost optimization, and value delivery.
• Govern ITSM processes (Incident, Problem, Change, Request, Knowledge, Transition).
• Manage operating budget, forecasts, and data governance for IT services.

Skills

ITSM Expertise

Leadership

Incident Management

Vendor Management

Commercial Acumen

Tools

ServiceNow

Job description

Redwolf + Rosch is seeking an experienced Manager – Service Management to lead ITSM and Service Delivery across a multi-site retail, distribution, and corporate environment in Melbourne. You will own end-to-end service performance, governance, vendor management, and continuous improvement, reporting to the Head of IT Operations.

The role demands 10+ years in ITSM, strong leadership, incident management, and commercial acumen, with ITIL or ServiceNow familiarity.